Initial Business Response /* (1000, 5, 2015/08/28) */
The customer's complaint is leaving out a few facts and exaggerating others which considering the emotion involved when one feels ripped-off is understandable.
First, Our technicians were directed to the well room by the renter. They moved...
8-10 storage totes to access the door to the old pump room. The capped well casing was obvious and ignored. What was not obvious was a 4 inch hole in the floor in line with the stack at the back of the house. After determining that opening was not a clean out both technicians went to work at the stack cleanout. The storage room you must go through to get to the well room was packed full of items. From the customers letter to us this is where the front cleanout is located. Our techs always look for outside cleanouts when they can't find the front cleanout. If they didn't and one was there, they would truly look like a "dumbbell". I had two different technicians at the house and neither were able to locate the front clean out and worked from the stack cleanout, which is an acceptable practice.
Second, the management company and renters were not able to give us information about the front cleanout and we did not have contact information for the homeowner. It is my understanding the management company tried several times to contact the homeowner that night and the next day, unsuccessfully.
Third, the additional footage required to run the job is not a sufficient explanation for the issues encountered. We ran in to problems about 115' and opened the line at 130'. After opening the line we increased blade size to 4 inch and ran through the "bad" area until there was an improvement in the ease at which the blade would go through that area. This is an indication to me the line has not been cleaned with a full-size blade recently.
Though I understand Dr [redacted]'s frustration with the service there were preparations he could have made that would likely have avoided the worst of this unfortunate experience. He could have had this line cleaned as a maintenance concern before it backed up. He could have had it televised to determine the actual length and if other problems existed (I am assuming he didn't). He could have told people involved in the property (management company, renters, a sign on the wall/door indicating a cleanout inside) where the clean out was located. He could have been available to answer question.
Lacking any of the above we did the best we could with the information we had at the time. Though I felt my techs made no obvious errors in judgment I offered the 20% discount as a good will gesture. The suggested return of $1,000 is an indication the homeowner is taking no responsibility for his lack of preparation and feels we shouldn't charge extra for after hours service.
After all that is said; I will still offer the following options for additional compensation. Either, $250 returned by check - or - free televising from the front clean out ($250 value) - or - free line cleaning each year for the next 2 years ($390 value) from the front clean out. choosing wither the 2nd and 3rd options would require the storage room be emptied prior to our arrival.
I will also offer this bit of advise. Have this line cleaned yearly by a company using a full-size (4-6 inch) blade. Tell them where the front cleanout is and have that room emptied before they get there. If problems occur at more than a yearly frequency have the line televised to find out why.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/03) */
Drain King is correct in stating that neither the tenant nor the management company knew where the front clean out was. I was up there this past week and showed the clean out to both the tenant and the agent from the management company. I will accept the responsibility for not having shown it to them previously and have gone a step further. I have used a magic marker on the wall drawing arrows and indicating exactly where the clean out is. The tenant did have two plastic containers and some blankets sitting on top of the clean out.
Drain King offered several options to resolve the issue. I do agree that this drain should be cleaned on a yearly basis and I believe this is the best option. The only issue is that the tenants may have boxes and stuff sitting on top of it again. The management company and the tenant now know where the front clean out is located and the walls are clearly marked, so the technician should have no problem locating the clean out. It took me less than a minute to move those items out the door to show the tenant and the management company the clean out.
If the technician can move the boxes sitting on top of the clean out, I would opt for the free line cleaning each year for the next 2 years ($390 value) from the front clean out. Since everything is now clearly marked on the wall he should have no trouble finding it.
Final Business Response /* (4000, 11, 2015/09/08) */
I am happy we have come to a satisfactory resolution to this unfortunate situation. I will set this line up to be cleaned for the next 2 years at no cost (value $390). As an added offer of good will I propose we televise the line next year, at no cost, and record the exact length of the line on the wall with the clean-out instructions. The technician will remove and replace any storage boxes in the way of the clean-out.
Initial Business Response /* (1000, 5, 2015/08/28) */
The customer's complaint is leaving out a few facts and exaggerating others which considering the emotion involved when one feels ripped-off is understandable.
First, Our technicians were directed to the well room by the renter. They moved...
8-10 storage totes to access the door to the old pump room. The capped well casing was obvious and ignored. What was not obvious was a 4 inch hole in the floor in line with the stack at the back of the house. After determining that opening was not a clean out both technicians went to work at the stack cleanout. The storage room you must go through to get to the well room was packed full of items. From the customers letter to us this is where the front cleanout is located. Our techs always look for outside cleanouts when they can't find the front cleanout. If they didn't and one was there, they would truly look like a "dumbbell". I had two different technicians at the house and neither were able to locate the front clean out and worked from the stack cleanout, which is an acceptable practice.
Second, the management company and renters were not able to give us information about the front cleanout and we did not have contact information for the homeowner. It is my understanding the management company tried several times to contact the homeowner that night and the next day, unsuccessfully.
Third, the additional footage required to run the job is not a sufficient explanation for the issues encountered. We ran in to problems about 115' and opened the line at 130'. After opening the line we increased blade size to 4 inch and ran through the "bad" area until there was an improvement in the ease at which the blade would go through that area. This is an indication to me the line has not been cleaned with a full-size blade recently.
Though I understand Dr [redacted]'s frustration with the service there were preparations he could have made that would likely have avoided the worst of this unfortunate experience. He could have had this line cleaned as a maintenance concern before it backed up. He could have had it televised to determine the actual length and if other problems existed (I am assuming he didn't). He could have told people involved in the property (management company, renters, a sign on the wall/door indicating a cleanout inside) where the clean out was located. He could have been available to answer question.
Lacking any of the above we did the best we could with the information we had at the time. Though I felt my techs made no obvious errors in judgment I offered the 20% discount as a good will gesture. The suggested return of $1,000 is an indication the homeowner is taking no responsibility for his lack of preparation and feels we shouldn't charge extra for after hours service.
After all that is said; I will still offer the following options for additional compensation. Either, $250 returned by check - or - free televising from the front clean out ($250 value) - or - free line cleaning each year for the next 2 years ($390 value) from the front clean out. choosing wither the 2nd and 3rd options would require the storage room be emptied prior to our arrival.
I will also offer this bit of advise. Have this line cleaned yearly by a company using a full-size (4-6 inch) blade. Tell them where the front cleanout is and have that room emptied before they get there. If problems occur at more than a yearly frequency have the line televised to find out why.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/03) */
Drain King is correct in stating that neither the tenant nor the management company knew where the front clean out was. I was up there this past week and showed the clean out to both the tenant and the agent from the management company. I will accept the responsibility for not having shown it to them previously and have gone a step further. I have used a magic marker on the wall drawing arrows and indicating exactly where the clean out is. The tenant did have two plastic containers and some blankets sitting on top of the clean out.
Drain King offered several options to resolve the issue. I do agree that this drain should be cleaned on a yearly basis and I believe this is the best option. The only issue is that the tenants may have boxes and stuff sitting on top of it again. The management company and the tenant now know where the front clean out is located and the walls are clearly marked, so the technician should have no problem locating the clean out. It took me less than a minute to move those items out the door to show the tenant and the management company the clean out.
If the technician can move the boxes sitting on top of the clean out, I would opt for the free line cleaning each year for the next 2 years ($390 value) from the front clean out. Since everything is now clearly marked on the wall he should have no trouble finding it.
Final Business Response /* (4000, 11, 2015/09/08) */
I am happy we have come to a satisfactory resolution to this unfortunate situation. I will set this line up to be cleaned for the next 2 years at no cost (value $390). As an added offer of good will I propose we televise the line next year, at no cost, and record the exact length of the line on the wall with the clean-out instructions. The technician will remove and replace any storage boxes in the way of the clean-out.